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I don't know if you plan to go back to Sony again for a replacement, or just deal with Sony corporate instead, but next time, open everything up in-store. It gives you a whole lot more credibility and you won't get the surprises you've had in your last few experiences.
You do have a very good case when you had someone else's files on there. The faulty RAM, although unfortunate may happen on any manufacturer's laptop. I know it adds to the aggravation, but as long as they addressed it without any problems, I wouldn't hold it against them. However, the cosmetic damage is one of those things where you probably need to have seen it in store to have some credibility on that claim. (otherwise, the clerks will think you damaged it when you had it at home and are just coming back and wanting a new one because you damaged the one you had).
In either case, I think you have a good argument against them. Take Soundy's suggestions - they're very good to build a solid case against them. Get as much evidence as you can and have it proofread by someone with a good command of the english language.
Selling you a refurb as new is NOT good business practice. Besides, a refurb is defined as a unit that was returned to the manufacturer, inspected, repaired and then sent back out to retail channels and sold as refurbished. It doesn't mean box up whatever someone returned, throw some tape on it and sell it to someone else. What they sold you is an Open Box or used unit. It's not new, it's not a refurb.
Good luck with the process. I hope they at least acknowledge they screwed up. Compensation would be better, but to be honest, the most you can probably expect from them is probably a replacement unit that is new or your money back if you drive the point that you never want to buy another Sony product again. I wouldn't expect to get any money back from them. (in terms of monetary compensation)
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